At the Electric Insurance Company's (a US general insurer) call centre performance metrics are driven by quality from the customers' perspective. The company used customer focus groups to establish critical to quality performance metrics in three departments - customer service, sales and claims reporting - to manage performance and service level. To assist its agents dashboards were created and reps were able view their productivity, handle time, talk time, after-call work time, schedule adheren...
BPIR Categories9.5.1 Develop performance management approach
14.1.1 Design & deploy performance measurement system
14.3.2 Implement an improvement approach/method/technique
14.2.4 Conduct best practice/ process benchmarking
15.4.5 Employee recruitment, retention, succession plans